Whilst the above title might sound like an advert for expensive chocolate, I’d say that Description Templates really are good things – and an often overlooked feature.
First of all, this is what Description Templates do: they are like a ‘speed click’ for the description of an Incident, Problem or Change (and more, as we’ll see below) – to save you having to type in manually. They are also useful as prompt or mini-scripts for those logging Incident from customers.
For instance, you might want to manually type this Incident description:
The customer has forgotten their password on the domain server, and ended-up getting themselves locked out. I validated the caller’s ID and re-set their password. They logged-in whilst still on the phone
or with a few clicks you could use this ‘standard’ text whilst logging the Incident.
Another use is as a prompt to help you capture the right information at the time of logging a ticket, as in this example:
Application Version: XXXX
Error Message: XXXX
Operating System: XXXX
Screen reference or ID (If known):
and so on – so that if you escalate the Incident to second-line support, they have everything they need in front of them.
Using an Description Template is easy. When logging the ticket, look at the field where you enter the Incident Description and you’ll see the standard Serio look-up button marked with an ellipsis (…). You simply click that and choose the 'canned' description you want.
If that lookup window is empty when you click it, then your Serio Administrator needs to set one up for you – so ask them nicely. However, don’t just say ‘Can we have some of them Description Template things please?’ write what you want (the whole text) in an email, and send it to them.
Description Templates can also be used in Actions. In just the same way that they can speed-up Incident logging, you can also speed-up taking Actions as well. It’s done this way: your Serio Administrator can link a Description Template to an Action, so that when you take the Action the comments field is pre-populated for you.
Again, if you think this is a good idea send a full and complete request to your Administrator – it only takes a few minutes to set-up.